Helpdesk Technician

2 days ago

Basildon, United Kingdom Pursuit Resources Group Full time

**IT Helpdesk Technician**

**Basildon**

**£30,000k**

**Permanent**

**Mon-Fri Hybrid role (2 Days Home/3 Days Office)**

**40 hour week (10 days throughout the month you will work from 5pm - midnight)**

**1 in 4 weekends (will be working from home)**

**Purpose of Position**:
**Key Responsibilities**:

- To screen customer calls, diagnose fault and resolve remotely where possible.
- Carry out trend analysis on repeat alarms and visit to drive to root cause of problem.
- Record all information accurately and concisely, this relates to all data including initial problem description, call assignment, problem resolution and knowledge base.
- Updating customer call management websites when remote fixes completed.
- To update/maintain relevant databases.
- Establish a good working relationship with end users and customers
- Supporting personnel on site, through disaster recovery procedures and system update procedures.
- Assist service engineers with identification of correct spare parts and organising urgent parts to be couriered
- Be part of the helpdesk rota (includes out of hours / weekends / bank holidays).

**Background & Skill**:

- Computer literate.
- Customer relations skills.
- Excellent communication skills
- Professional telephone manner
- Proactive and positive

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